Return and Refund Policy

Return & Refund Policy

This Return & Refund Policy (“Policy”) will be effective from 19th October, 2026 (“Effective Date”).

This Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the Policy reflects standard retail and e-commerce practices, it has been tailored to the operational structure and product offerings of Fenzzicio, a consumer-facing clothing brand operated by G&K LIFESTYLES.

Fenzzicio is committed to conducting its business with fairness, transparency, and a customer-first approach. This Policy aims to provide clarity and consistency in the handling of return, exchange, and refund requests, promote informed consumer choice, and provide a reasonable mechanism for resolving product-related concerns.

WHEREAS

• G&K LIFESTYLES, operating the brand “Fenzzicio” (the “Company”), recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;
• The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 prescribe obligations on sellers to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
• In alignment with these obligations and industry best practices, the Company has adopted this Policy to serve as a standardized framework for evaluating and processing return, exchange, and refund requests;
• This Policy applies to all customers purchasing products from https://fenzzicio.com (“Website”) and outlines the rights and responsibilities of both the customer and the Company with regard to returns, exchanges, refunds, return shipping, and grievance escalation.

NOW THEREFORE, Fenzzicio hereby adopts this Return & Refund Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution of post-purchase concerns, and to reinforce its commitment to ethical commerce, customer trust, and legal compliance.

1. DEFINITIONS AND INTERPRETATION

1.1. Definitions

In this Policy (including the recitals above), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

• “Act” shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments, or rules issued thereunder.
• “Customer” shall mean any individual or entity that has purchased or placed an order for products offered by Fenzzicio through its Website.
• “Return” shall mean the process through which a Customer sends back an eligible product in accordance with this Policy and seeks a refund.
• “Exchange” shall mean the process through which a Customer returns an eligible product in accordance with this Policy and receives a replacement of the same product in a different size, subject to stock availability and inspection.
• “Store Credit” shall mean a credit issued by the Company in lieu of a bank refund, which can be used towards future purchases on the Website, and which includes a 5% bonus on the eligible refund value.
• “Return Request” shall mean a request initiated by the Customer within the prescribed timeline to return or exchange an eligible product.
• “Eligible Product” shall mean a product that qualifies for return or exchange under this Policy, being unworn, unwashed, unused, and unaltered, and returned with its original tags, labels, and accessories.
• “Final Sale Product” shall mean a product marked “Final Sale” at the time of purchase.
• “Shipping Partner” shall mean any independent courier or logistics provider engaged by the Company for pickup, shipping, and delivery.
• “Grievance Officer” shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
• “Products” or “Product” shall mean clothing or any other merchandise offered for sale by the Company on the Website.

1.2. Interpretation

• In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
• Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
• References to sections are, unless the context otherwise requires, references to sections of this Policy.
• Words denoting the singular include the plural and vice versa, and words denoting any gender include all genders.
• The terms “hereof”, “herein”, “hereto” and similar words refer to this Policy as a whole or to specified Sections, as the case may be.
• All references to this Policy include any amendments or updates published by the Company from time to time.

2. PURPOSE

• The purpose of this Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns relating to returns, exchanges, and refunds. It is designed to ensure that Customers are fully informed of their rights and responsibilities if they are dissatisfied with a delivered product, for example because of a size mismatch or receipt of a damaged, defective, or incorrect item.
• This Policy forms part of the Company’s Terms and Conditions and shall be read together with the Shipping Policy. In the event of any inconsistency, this Policy shall prevail in matters concerning returns, exchanges, and refunds.
• This Policy does not limit any right or remedy available to a Customer under applicable law.

3. SCOPE OF ELIGIBILITY FOR RETURN AND EXCHANGE

• For eligible domestic orders within India, a Customer may request a return or exchange within 7 days of delivery. The request must be submitted within that 7-day period.
• International orders are not eligible for return or exchange unless the item arrives damaged, defective, or incorrect.
• A product shall be eligible for return or exchange only if all the following conditions are satisfied:

• The Company shall review each request and may decline products showing signs of wear, washing, scent, damage, or alteration.
• Customers are requested to keep the item and its packaging in a safe condition until the request is resolved.

4. NON-ELIGIBILITY FOR RETURN OR EXCHANGE

• To ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for return or exchange. A return or exchange shall not be permitted where:

1. The product shows signs of wear, washing, scent, damage, or alteration;
2. The product is returned without its original tags, labels, or accessories;
3. The Return Request is made after the 7-day period from delivery;
4. The product is a Final Sale Product, in the case of a change-of-mind return or exchange.

• The exclusion for Final Sale Products does not affect any remedy for an item that is defective, damaged, incorrect, or not as described.

5. PROCESS OF RETURN OR EXCHANGE, STEP BY STEP

6. RETURN SHIPPING CHARGES

• If the return is not due to an issue caused by the Company, the Customer is responsible for the return shipping charge. The charge is based on the pickup location, parcel, and rate charged by the Company’s Shipping Partner. The Company shall confirm the applicable charge before the return proceeds.
• The charge applies to each item being returned, including when only part of an order is returned. If the return is approved as a refund, the return shipping charge shall be deducted from the refund. For an exchange, any applicable return shipping charge and any price difference shall be explained before the exchange is processed.
• No return shipping charge applies where the return is approved because the item was defective, damaged, incorrect, or the issue was otherwise caused by the Company.

7. IF PICKUP IS UNAVAILABLE

If pickup is unavailable at the Customer’s address, the Customer should contact the Company for the approved return address and instructions. The Customer may be asked to send the parcel using a local courier or to take it to a nearby area where pickup service is available. The Company shall explain any applicable courier charge before the Customer sends the item.

8. PACKAGING OF RETURNS

Where possible, the item should be packed in the packaging it arrived in. If the shipping bag is torn, the parcel should be placed in a secure bag and sealed so that the item and its contents cannot be lost or damaged in transit. The original tags, labels, and accessories should be included.

9. REFUNDS

• Once the returned item reaches the Company, it shall be inspected to confirm that it meets the return conditions. The Company shall then confirm the approved refund amount and method with the Customer.
• Depending on the reason for the return and the outcome of the inspection, an eligible refund may be issued to a bank account or as Store Credit. Store Credit includes a 5% bonus on the eligible refund value. Any return shipping charge that applies shall be explained and deducted from the refund amount.
• For prepaid orders, refunds to the original payment method may take 5–7 business days after approval, depending on the Customer’s bank or payment provider.
• For Cash on Delivery (COD) orders, approved refunds may be sent by bank transfer or UPI using details provided by the Customer to the support team.
• Where an order is cancelled by the Company, or an item is unavailable after an order is placed, any amount paid for that order shall be refunded. For prepaid orders, the refund shall be made to the original payment method within 5–7 business days, depending on the Customer’s bank or payment provider.
• Orders Cancelled Before Dispatch: Where an order is cancelled by the Customer within the permitted cancellation window under the Shipping Policy, any amount paid shall be refunded in the same manner.
• Discounts and Promo Codes: The refund amount is the value actually paid by the Customer for the returned item, after discounts and promo codes, and excludes any shipping or courier charges that were not payable on that item.
• Store Credit: Store Credit is non-transferable, has no cash value, and may be redeemed only on the Website. It is linked to the Customer’s registered email address and is valid for 12 months from the date of issue. Unused Store Credit expires after that period unless Applicable Law requires otherwise.
• Quality Inspection: The decision on whether a returned item meets the return conditions is taken by the Company after inspection and shall be communicated to the Customer with the reason. This does not affect the Customer’s rights under Applicable Law.
• Rejected Returns: Where a return is rejected after inspection, the Company shall inform the Customer and, on request, return the item to the Customer. The cost of returning a rejected item may be borne by the Customer and shall be confirmed before the item is sent back.

10. EXCHANGES

Please check the size chart on the product page before ordering and choose your size accordingly. Size exchanges are subject to stock availability. If you request a size exchange because the size you selected does not fit, the exchange is chargeable. The return shipping charge is based on the pickup location, parcel, and rate charged by our shipping provider. Any difference in price between the original item and the replacement will also be explained before the exchange is processed.

If the requested size is unavailable, we will contact you about the available options. We will arrange the replacement after receiving and approving the returned item.

11. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

• If a Customer receives an item that is damaged, defective, or incorrect, they should contact support@fenzzicio.com as soon as reasonably possible, ideally within 48 hours of delivery, so that the matter can be investigated promptly. The Customer should include the order number and clear photographs or video, if available.
• An unboxing video may help the Company review the issue, but it is not the only way to report it. If the Customer discovers the issue after 48 hours, they should still contact the Company.
• After reviewing the issue, the Company shall explain the available resolution. If the return is approved because the issue was caused by the Company, no return shipping charge shall apply.

12. INTERNATIONAL ORDERS

International orders are not eligible for change-of-mind returns or exchanges. If an international order arrives damaged, defective, or incorrect, the Customer should contact support@fenzzicio.com with the order number and details of the issue. The Company shall review the case and explain the available resolution and return-shipping arrangements.

13. OBLIGATIONS OF THE CUSTOMER

• In order to initiate and complete a valid Return Request, the Customer shall ensure that any product being returned is:

1. In unworn, unwashed, unused, and unaltered condition;
2. Free from stains, perfume, damage, or any sign of wear;
3. Accompanied by its original tags, labels, and accessories; and
4. Packed securely to avoid damage during transit.

• The Company reserves the right to decline a return or exchange if the returned product fails to meet these conditions. In such a case, the Company shall inform the Customer of the reason.
• The Customer should provide accurate information and supporting photographs or videos, where requested, to help the Company assess a claim of damage or defect.
• Misuse of Policy: The Company may decline a Return Request, after informing the Customer of the reason, where it reasonably finds repeated or abusive return activity, false claims, or return of an item that is not the one originally delivered. This does not affect any right of the Customer under Applicable Law.
• Partial Returns: A Customer may return part of an order. Each item is assessed separately, and the return shipping charge applies to each item being returned, as stated in the clause on return shipping charges.

14. GRIEVANCE REDRESSAL MECHANISM

• The Company is committed to addressing customer concerns in a timely, transparent, and effective manner. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has established a Grievance Redressal Mechanism to resolve any dissatisfaction or dispute relating to returns, exchanges, or refunds.
• The Grievance Officer details are as follows:

• Name and designation: Sahil Kidecha, Partner, G&K LIFESTYLES
• Email: support@fenzzicio.com

• The written grievance should include the Customer’s name, order number, product details, the nature of the complaint, copies of relevant communication, if any, and contact details.
• The Grievance Officer shall acknowledge the complaint within 48 hours and shall endeavour to resolve it within one month from the date of receipt. If additional time is needed, for example due to the involvement of third parties such as the Shipping Partner, the Customer shall be informed.

15. GOVERNING LAW & JURISDICTION

This Policy and all matters arising out of or in connection with it shall be governed by and construed in accordance with the laws of India. Subject to the grievance redressal mechanism above and any right or remedy available to a consumer under applicable law, the courts situated in Valsad, Gujarat, India shall have jurisdiction over disputes arising from this Policy.

16. AMENDMENT TO THE POLICY

• The Company may modify, revise, or withdraw this Policy, in whole or in part, from time to time. Any amendments shall be published on the Website with an updated effective date. Customers are encouraged to review the Policy periodically.
• Continued use of the Website or purchase of products after any changes constitutes acceptance of the revised terms. Changes do not apply to a Return Request already approved before the change.

17. CONTACT

For return, refund, or exchange questions, please contact:

• G&K LIFESTYLES (Fenzzicio)
• Email: support@fenzzicio.com (please include your order number)
• Now Therefore, this Return & Refund Policy is effective as of 19th October, 2026 and shall remain in force until amended or withdrawn by the Company. By placing an order through the Website, the Customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.